How We Work
LINKEO 3C — GREAT EXPERIENCES START HERE
Obsessed with outcomes since the year 2000, we’ve built a system that makes sense. Whatever your sector, we’ve set up our agents up for success. Hop on board and enjoy our easy, streamlined path to results.
Our strengths
Recruiting
Onboarding
Training
WFM
Tools & Technology
+
Customer Experience Insights
Eliminate Calls
Reduce Effort
Drive Revenue
Improve Satisfaction
Reduce Waste
Accelerate Loyalty/Advocacy
=
Innovative Technology
Unified Agent Desktop
Omnichannel Technology
Improved Self Service
Digital Engagement
Customer Interaction Hub
Knowledge Management
The payoff is significant
calls
By identifying opportunities to automate proactive communication to targeted customers, we
reduce call volume
effort
By isolating and correcting agent-controllable root-causes that drive avoidable repeat calls, we
improve FCR
First Contact Resolution
revenue
By identifying specific agent behaviors that are linked to higher conversion rates, we
increase the average revenue per call
satisfaction
Linkeo’s unique approach to performance optimization
improves CSAT
Customer Satisfaction
waste
By designing a new call flow for high-volume password reset contacts to
reduce AHT
Net Promoter Score
loyalty
Through ongoing root-cause analysis to optimize the call experience and drive
NPS improvement
Expectated SLAS
SERVICE LEVEL
ABANDON RATE
FCR
First Contact Resolution
COST TO SERVE
CSAT
Customer Satisfaction
Detailed exploration to determine where improvement opportunities exist
Partner with YOU to make recommendations and quantify improvements
Leverage Voice Of Client for support
Up to 25% reduction in time to proficiency
Up to 10% reduction in AHT
Up to 10% improvement in Customer Effort Score